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Customer Service Advisor

2 months ago

Bedford, United Kingdom Movianto Full time
Customer Service Advisor
Location: Bedford
Contract: 12 M Fixed Term Contract, Full Time
Salary: £26,500
The Role:
Are you a Customer Service Advisor looking for a new role? Do you want to make a difference and contribute to better patient outcomes?
You will be part of a small specialist team supporting one of the world’s leading Medical Device manufacturers. Our Client, makes life changing devices that treat cardiovascular conditions, their products save lives and are incredibly important to the nation’s health.
As an experienced Customer Service professional you will be responsible for proactively managing orders from the initial email, through to successful delivery into hospitals across the UK and beyond. You will receive queries via email and telephone, which must be logged, investigated and resolved as quickly and efficiently as possible.
Your day-to-day role will be focussed on all aspects of Customer Service but on occasion you may be required to help support picking and despatching some of these lifesaving products.
Hours of work: 37.5 hours, Monday - Friday with variable shifts between 8am – 6pm. You will be paid £26,500 per annum. This is a 12 month fixed term contract.
Benefits
We don’t work on weekends. Additionally we have an onsite gym, discounted PureGym memberships, 33 days of annual leave including bank holidays as well as the option to buy more, free flu vaccine, a workplace pension, access to simply health and other perks. You’ll also have access to My Rewards our benefits platform offering a variety of high street discounts, cashback and savings.
Key Responsibilities
Be the initial point of contact for Orders received by email, recording all required information correctly on various systems, ensuring timely despatch of lifesaving products.
Proactively contacting nationwide Operations teams, ensuring that have all the required information to guarantee successful delivery and collection of goods.
Be the initial point of contact for Customer Service queries received by telephone and email, recording all information on the Client’s and MUK’s systems.
Taking full ownership of queries from start to finish, you will investigate and resolve queries, such as Late deliveries, Uplift requests and Delivery ETA’s.
You will contact patients, relatives and Sales representatives by telephone to arrange collection of goods as required.
Creation and processing of export paperwork required to return goods to the Clients European distribution centre, liaising with necessary teams and logistics carriers.
Fully accountable for updating the Client on query updates and ensuring that the Client is aware of the investigation status and its progress.
Liaise with operations teams nationally to investigate the root cause of any service failures, identifying preventative and correct actions.
Proactively manage all open queries so that they are closed as quickly as possible in line with Clients and Movianto SLA’s.
Support the management team and provide information when required.
Technical and Behavioural Skills
Previous Customer Service experience ideally in logistics/healthcare or a service provision environment
Good communication skills both verbally and in writing
A professional and courteous telephone manner
Excellent organisational skills with the ability to prioritise workload
Able to work under pressure and to strict deadlines
Able to carry out investigations to identify root cause analysis of any service failures
Competent in the use of Microsoft packages with strong typing skills
Able to work effectively as a team or individually
Good attention to detail
Strong accuracy and data entry skills
Passionate about good Customer Service
Takes personal responsibility for delivering high quality of work
Demonstrates respect and is courteous to all teammates, and external stakeholders.
Takes personal pride in the work and achievements of both self and others.
Demonstrates an awareness of the importance of customer satisfaction and shows interest in patient’s needs.
Willingness to try new approaches and adapt to changes, providing constructive feedback
Ability to identify preventative & corrective actions
Trend analysis of service failures
Working knowledge of Movianto UK SOP’s
Ability to influence Customer both internally and externally
REF-(Apply online only)